7 Months Customer Service Care / Order Fulfillment (FOOD) #HMS
Location: Buona Vista
Duration: 7 Months Contract (Sept need to start)
Receive, review, handle and follow-up customer requests - commercial, quality, product, supply chain, etc.; lead the internal coordination to obtain what is needed according to the SLA (Service Level Agreement) –answer to customers, get their feed-back and assure the right level of customer satisfaction.
Manage and execute the end-to-end OTC process (not limiting to): contracts, sales orders, deliveries/shipments, invoicing, documentation.
Validate and create contracts. Receive customers’ purchase orders, analyze the PO in consistency with the contract information, create the sales order in SAP within SLA respecting our internal lead time and abiding to our processes. Send order acknowledgement to customers by email, attached with the customer PO. In case of any discrepancies, check with Account Manager/customer for clarifications.
Modification of sales orders based on customer requests with the necessary approvals. Follow up on orders on hold (customer validation, delivery, credit, stock allocation, etc.)
Follow up on contract phasing schedule, and ensure we receive the purchase orders in due time. Manage lapse in contract phasing by contacting customers (emails/outbound calls) in alignment/collaboration with Account Managers. Report lapses in contract phasing to CC Team Leader/Supervisor/Manager
In coordination with supply chain/logistics/transportation teams, monitor and follow-up on supply situations, product allocation, batch allocation and freight booking to ensure on-time deliveries/fulfillment of orders. Follow-up on past-due orders and inform customers in the case of issues or potential delays to meet customers’ request dates.
Provide customers/channel the necessary documentation attached to the delivery.
Manage the additional services linked to the delivery considering the customer segmentation and invoice the services according to the rules and the agreement in place.
Check and register complaints in system and follow-up with Quality team for closure within SLA. Issue replacements, credit and debit memo requests, with the necessary approvals.
Based on the financial balance sheet (credit management): follow up on customer credit status and manage soft recovery actions with Account Managers and Finance/Credit Management.
Initiate and lead regular communication with customers/channel and (sales) Account Managers.
Participate in business reviews/meetings with customers and channels, when need arises.
Analyze the result of the customer satisfaction surveys (NPS) and follow-up with customers/channels via phone calls/emails, to contribute to enhancing the customer satisfaction. Take note of customer’s feedback, and initiate service recovery actions where necessary. Work closely with Account Managers to ensure complete follow-through on NPS to closure of customers’ concerns.
Interested candidates, do submit your resume to : jocelynchan@recruitexpress.com.sg OR telegram @jocelynchan
Jocelyn Chan| Consultant | Recruit Express Pte Ltd (Healthcare & Lifescience)
Company EA Licence number : 99C4599
Personnel EA License: R1331820